What are the responsibilities and job description for the Assistant Call Center Manager position at Raiz Federal Credit Union?
Our Company
At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.
Job Overview
This position reports to the Call Center Manager. This role requires someone who is enthusiastic about educating and assisting our members with our services. You will be an empowering mentor that will be:
Exempt (Salary)
1241 Pullman Dr. El Paso, Tx 79936 (on-site)
Pay Details
$56,579.00-$84,868.00
Skills And Experience
At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.
Job Overview
This position reports to the Call Center Manager. This role requires someone who is enthusiastic about educating and assisting our members with our services. You will be an empowering mentor that will be:
- A trusted expert
- A natural communicator
- A champion for our members and the community
- A guide through the moments that matter the most to our members
Exempt (Salary)
1241 Pullman Dr. El Paso, Tx 79936 (on-site)
Pay Details
$56,579.00-$84,868.00
Skills And Experience
- Education – Minimum 60 college credit hours or associate's degree in a related field
- Minimum of 5 years of financial services experience
- Minimum of 3 years of supervisory experience
- Obtain a FiCEP Certified Credit Union Financial Counselor (CCUFC) certification within twelve (12) months of the position start date and maintain recertification as needed.
- Understanding of the Call Center functions and legal/regulatory requirements
- Critical thinking and problem-solving skills
- Demonstrated leadership and interpersonal abilities
- Understanding of financial industry concepts, related laws, and regulations
- Must have good communication and interpersonal skills
- Detail-oriented, and able to multi-task
- Proficient in Microsoft Office and web-based applications
- Call Center Operations - Keeps abreast of trends and operational innovations applicable to day to day operations and organizational strategies. Meets with department leads systematically to evaluate and redefine goals for effective operations. Ensures that achievement of departmental goals and objectives are achieved.
- Optimal Omnichannel Performance - Provides leadership and assistance to Call Center team personnel through effective objective setting, delegation, communication, coaching and recognition. Conduct staff meeting as required. Inform personnel of policy, procedural, and legal changes. Discusses areas needing improvements.
- Coordination and Working Relationships - Assists personnel and management as required. Keeps management informed of active and of any significant problems and concerns. Initiate efforts and plans to ensure NPS and internal service level ratings.
- Member Experience - Oversees transactions via phone, chat and face to face if necessary. Provides guidance and answers questions related to credit union and all other related services. Supports cross-selling efforts and solves problems.
- Professional Relations – Seeks ways to improve internal service and/or delivery systems. Adapts to business changed readily and enthusiastically. Participates in credit union activities that further Raiz presence in our membership communities. Active participant of change control group to ensure all new processes are aligned with the strategic vision of the credit union.
- Member Education: Acting as an empowering mentor to provide guidance to our members and building trust. Demonstrate the ability to give sound advice considering our members’ best interests. Understand training needs to develop future leaders in the organization. Create mentorship routes to guide team members into a successful career path.
- Constant Communication - A natural communicator who picks up on member’s concerns- and expresses things in a way they can relate to – and who helps them understand complex or intimidating topics, so they feel more knowledgeable. A crucial member of incident response understanding and resolution through constant feedback via the omnichannel.
- Data Driven – Uncover trends, improve service levels, and target areas of opportunity through analysis and consolidation of data from different sources. Ability to forecast and schedule according to past trends.
- Compliance - Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
- Assists with other duties assigned or identified.
Salary : $56,579 - $84,868
